The Power Of Saying Thanks!

Secrets to get customers or clients to show you the love

December 16, 2009 | Edited by Ken Beaulieu
Permalink: http://www.fuelnet.com/?p=5559

Are you saying “thank you” to customers or clients? If you aren’t, you’ve got good company, though it might not be the company you want to be in, says Randi Busse, a customer retention management specialist and the president of Workforce Development Group.

Think about it. When was the last time you received a handwritten card from someone that you recently did business with? Can’t remember? Probably because you never have. However, think how good you would feel if you did. Now, how about making your customers or clients feel good? Feeling good fosters stronger customer relationships, which leads to more referrals and more business, Busse notes.

One simple but effective customer retention idea Busse recommends is to invest in a package of cards. Not standard thank-you cards, but something that resonates with you. You might even want to have several designs for different client groups, for example, one with flowers on them, and another with a beautiful landscape. Then, any time you get a new customer or client, send a card thanking him or her for choosing to do business with your company. After all, they probably could have gotten the same product or service from another company. However, they chose to get it from you. Aren’t you glad they did? Of course you are. So tell them.

Follow these quick tips from Busse to show some love to your customers or clients. They’ll love you back through customer loyalty.

• Be timely. As part of a customer retention program, send a personal thank-you note in the mail within seven days of receiving business from a customer or client.
• Don’t send a cheesy corporate card. Instead, find something that represents you or your customer or client.
• Make it personal. If you’re just going to write “Thanks for your business” and sign the card, don’t bother, you are wasting a stamp. Write a short note thanking the person for the specific product or service they bought or the referral they made.
• Don’t skimp. While email is free and easy to do, it won’t stand out like a handwritten card would.
• Build the relationship. It’s a good idea to thank potential customers for contacting you about your products or services, even if you didn’t make the sale today. The buying process can be a long one. And if a buyer is thinking about making a purchase, you can keep your business top of mind with a timely communication.

Don’t let another day go by without thanking your customers or clients as well as the many people that help you. We all remember those who are appreciative of our business and help us — and we quickly forget about those who don’t. Which do you want to be?